Interview

AKI

AKIAdministration Manager (Administration Department, Kadoma Warehouse) Joined Costco in 2014

Aki joined Amagasaki Warehouse in 2014 and worked as a short-term arbeit in the Merchandising Department (apparel section). She signed up for Costco’s Student Program and became a full-time employee upon graduation. She enrolled on Future Leader Candidate Course and was assigned to the Front End Department upon completion of the program. In 2018, she was promoted to Supervisor in the Front End Department and then in 2019, she was transferred to Kawasaki Warehouse and assumed a position of Supervisor in the Front End Department. In May 2020, she was transferred to the Membership Department (Supervisor) and then in July, she was promoted to Manager in the Administration Department. In June 2023, Aki transferred to the Kadoma Warehouse as the Administration Manager.

Tell me about your current job.

I perform HR-related and administrative duties for the warehouse. They include:
・Overseeing financial aspects of warehouse operation, including sales, wages, and expenses.
・Allocation of employees to departments and performing all hiring activities.
・Overseeing maintenance work of the warehouse, including periodic inspections and repairs.

How do you describe Costco’s work environment?

I have worked in two warehouses and each has its own unique atmosphere, though they have one thing in common; staff in every department are friendly and there is a good cross-departmental relationship. Your background or age does not matter and managers are always accessible and easy to talk to. Staff can report or seek advice because a communication flow is smooth at Costco.

What is the best thing about joining Costco?

Costco has a framework in place to support and guide employees to achieve their own objectives. Costco offers long-term career opportunities and encourages employees to make a step up in their career. Costco has also taken measures to create an environment where women’s career advancement is fully supported.

Tell me areas where you have made growth and progress since you joined Costco.

When I was promoted to a supervisor, I felt first-hand the importance of time management. If I do not manage my time, schedules, deadlines and tasks within my department effectively, it disrupts other departments’ operations. This was not always at the forefront of my mind when I was a full-time employee and I found it hard to grasp when I stepped into a management position.

Are there any specific areas that you focused in terms of self-development upon joining Costco?

Instead of just doing the task given, I start off by thinking about the objectives, areas of performance improvement, and any opportunities for efficiency improvements. I made sure to put my ideas into practice and make a conscious effort to refine my performance. To this date, I continue to clearly understand my strengths and expertise, and utilize at work where possible.

What are your future goals?

My goal is to become Assistant Warehouse Manager. It has been a year since I became a manager and I am still learning many things every day. Right now, I am learning so much more from my colleagues than what I can teach them, but one day, I want to succeed in my roles and responsibilities and mentor others.

A message to graduates thinking about applying to Costco.

I am happy that I chose to work for Costco. Varying departments and work create a lively working environment with people from different backgrounds. Costco offers opportunities and support so that you can think about what you want in your career and become the person you want to be. I am looking forward to working with you one day and have fun together!

HIRO

HiromasaManager (Makuhari Warehouse) Joined Costco in 2016

After joining Costco, Hiro gathered experience in various departments, including Front End, Membership, Merchandising and Receiving through our “18-Month Program.” He was promoted to Supervisor in the Food Court department in September 2017 and Manager in June 2020. His hobbies are skiing and jogging.

An environment where I can “enjoy making members happy”

Through part-time job at restaurants and other places, I came to feel the worth of “making people happy is actually my own happiness,” and this led me to focus my job hunt on the retailing and service industries. That was how I found Costco. Although, I was attracted to the work environment, particularly its emphasis on merit-based philosophy that rewards people for hard work. But I also like that employees are free to change their work to match their own stage in life. Right now I'm young, ambitious, and eager to advance. But life is long, someday I will have other objectives, and at Costco I will be able to change over to a position that better meets these changing values as I grow older. At Costco, this is accepted, this is respected – and I find such a corporate culture to be very attractive.

Costco has a paid internship program, where one could experience the company before actually joining. And here too I liked what I saw – conscientious employees thinking of ways to satisfy members. I had a real feeling that if I worked here, I could feel my aim of “making people happy as my own happiness.”

Experiencing work in diverse departments through the “18-Month Program”

After joining the company, started in the “18-Month Program,” as I hoped. Within a Costco warehouse, there are a variety of positions, and it can be hard to tell just who does what without working in those positions oneself. And so, under the “18-Month Program,” participants are rotated among main departments every two to three months, where they gain knowledge, skills, and experience. It was an ideal program for someone like me, a newcomer to Costco. It was actually quite tense at first, because I had to learn a new job every time I changed departments. But in each department, I was taught by senior employees from square one, and almost always on a one-to-one basis. As a result, I came to learn new skills, polish others, and eventually master the basics.

Overcoming a fear of failure

I made lots of small mistakes, more than I can count, but the event that had the strongest impression was when I was working at the Food Court department. At most Costco warehouses, the food court is located inside the building. At the Makuhari Warehouse, however, the food court is outside, and we would serve many customers who were not Costco members. So, lunchtime can be very busy. I was new to the job, I was very serious about remembering what senior employees taught me, and I had developed an attitude of doing everything exactly as I was told.
And so a senior came over to me with an advice. “You should be bolder,” he said: “Since you can experience different departments, you’ll see more if you grapple actively with new things and ask questions.” It took me a little while to understand but then it came to me – I was being overly cautious, fearful of failure. This was a very important lesson for me.
There is a lot to the business, considerably more than preparing and serving dishes for members. For one, there is a managerial aspect – “what can we do to turn a profit?” – and here I made it a point to learn all I could about our business, sometimes by asking senior employees and sometimes by checking things out for myself.
And, largely thanks to my experience under the “18-Month Program,” I have acquired a general understanding of the flow of products and services through a warehouse, a good sense of how it all fits together. Now I'm starting to think of the next step.

Valuing the viewpoint that “inexperience can be an advantage”

I saw an opening for a Food Court Supervisor on our internal posting system, and so I applied for it, figuring that it would give me a chance to try out my new skills. I got the job in September 2017.
A food court is a Costco in miniature. There’s food preparation, in the Deli department; and Cashier Services, like at the Front End; and then there’s bakery, where food sanitation is paramount. A food court is a good place to acquire a broad range of knowledge and skills.
Though, I have little experience as a supervisor and realize that I still have much to learn, particularly with regards to employee training and management. The Makuhari Warehouse was opened 17 years ago, and we have employees who have been there from day one. From their point of view, I am a rookie. But precisely because I do not have much experience, I do not have a we-have-always-done-it-this-way attitude. As a beginner I notice things, see things that I think could be improved. And yes, I will make it a point to be more aggressive.

Schedule of the day

08:00	Wake up Usually jog for 30 minutes to an hour to gain physical strength.
11:00	Arrive at work Begin by checking e-mail. Then go out onto the floor to check that food preparers, cash register operators and everyone else is ready for the lunchtime.
12:30	Help onsite Cook up pizzas or hot dogs, do whatever else is necessary to help the team handle the lunchtime surge.
15:00	Breaktime Quickly eat a box lunch bought on the way to work, stroll around the warehouse for a change of pace, sometimes even do some shopping.
16:00	Order ingredients, supply Coordinate ingredient/supply order placement with supervisors of other related departments, including the Deli and Receiving.
20:30	Closing time After closing, clear registers and compile data (hours worked, etc.). Make final checks in place of managers on vacation or off.
22:00	Arrive home Have dinner, take a bath, and, time permitting, study English, a lifelong interest.

SAYAKA

SAYAKAAssistant Buyer (Merchandising Department, Head Office) Joined Costco in 2011

Sayaka gained experiences working in Food Court, Marketing and Payroll at Kanazawa Seaside Warehouse. After a transfer to the head office, she worked in the Import/Logistics, performing food safety audits at warehouses and inspecting imported foods. She transferred to the Merchandising Department where she worked as an ICS. She was promoted to Assistant Buyer in 2018.

Tell me about your current job.

I assist buyers in selection and introduction of products, in addition to sales negotiations with vendors, sales forecasting, order and stock control, stock volume control, handling requests from warehouses, planning events, and monitoring and training ICS (Inventory Control Specialist).

How do you describe Costco’s work environment?

It is friendly and lively environment with no rigid boundaries between managers and subordinates. It is quiet in the office when everyone is concentrated on their work, but in between, there are friendly smiles and casual talks. There are no walls or doors dividing managers and their subordinates, creating an environment favorable for seeking advice and smooth business operation.

What is the best thing about joining Costco?

I transferred internally several times but they were all my decisions, fully supported by my managers and colleagues. I was extremely grateful for their support and it is definitely one of the best things about joining Costco. At Costco, managers are always available for advice or help. There is a good employee benefit plan, promoting work-life balance, and you are certainly able to take annual paid leaves without issues.

Tell me areas where you have made growth and progress since you joined Costco.

Because I gained experiences working in both warehouse and head office, I am able to analyze an issue in a different perspective. I can propose the best solution taking into account different opinions received from members, warehouses, and vendors. When I first joined Costco, I sometimes expressed my opinion outright, but I concentrate more on consolidating a team with varying perspectives now.

Are there any specific areas that you focused in terms of self-development upon joining Costco?

I believe office environment has a direct impact on day-to-day operations so I make sure to maintain a good working relationship with my colleagues. In addition, numbers are not my strong suit, but since moving to the Merchandising Department, I minimize the use of ambiguous phrases such as “little” and “many” and focus on quantifying the information as much as possible to this day.

What are your future goals?

My goal is make Costco a fun place that continuously offers members appealing products, ultimately making Costco an essential part of members’ lives. My personal goals are to become a buyer one day and source products that boasts both value and quality. At the same time, part of me wants to be back in the warehouse to be closer to members and contribute to Costco’s further growth from the front-line. I think my options are limitless.

A message to graduates thinking about applying to Costco.

Costco offers a perfect environment for someone who has initiatives in gaining knowledge and experiences. Everyone at Costco will support your motivation to learn 100% and I would love to work with people who want to play a part in growing Costco further. It is possible to have a work hard and play hard lifestyle at Costco!

MASATOSHI

MasatoshiBuyer (Merchandising Department, Head Office) Joined Costco in 2003

Masa joined Tamasakai Warehouse as a Student Employee while attending school. In May 2006, he became a full-time employee, taking on a home office position as an ICS. He was promoted in March 2009 to Assistant Buyer and then, in September 2011 he was promoted to his current position of Buyer. Masa's hobby is surfing.

Looking for a challenging work environment

Back in my student days I wanted to be a teacher. I was never a white-shirt-and-dark-necktie kind of person. My passion was surfing. Even after getting a teaching certificate, I worked part-time at Costco and then go overseas to surf spending free time. Sometimes I would even compete in surfing contests, and I really enjoyed the challenge. Although I always considered teaching to be a very worthwhile profession, I nonetheless chose Costco because it would provide me with a similar a sense of challenge, an environment in which I could try new things and grow as a person. This, along with an invitation from the HR department, is what led me to work at Costco full-time.

At Costco, boss always asks my opinion; "what do you think of this?" or "what do you think we should do about that?" And I feel that my opinions are respected. In fact, never has anyone gone completely over my head. In addition, I like my coworkers, we get along well, and we maintain casual, first-name relationships. Take my name, "Masa." It just so happens that there was another person named Masa working at Home Office at the time. So, a female employee started to call me "Johnny" as a joke instead, because I like to surf. That was fine with me; I have always been more comfortable in casual environments anyway.

Making not only members happy, but also suppliers happy

At Costco, we do more than simply try to turn a profit for ourselves, but also strive to make our members happy. And our suppliers, too. It is this "win-win-win" arrangement that allows us to develop and prosper over the long term. And, as a buyer, my job is to build and maintain this relationship.

For example, in May 2017, we added an originally produced series of LED light bulbs to our lineup. They are manufactured by Feit Electric, an American manufacturing company with an extensive delivery record with other Costco entities in other countries. We decided to partner with Feit partly because it uses many components common to Costco merchandise in other countries. This gives Feit much cost-cutting potential, which we can pass on to our own members with a reasonable price. It was also a chance for Feit, as it provided an opportunity to open up a new market in Japan for the first time.

Enhancing motivation through patient, persistent contact

This advance into Japan was something entirely new for Feit. And, as it turned out, launching a series of light bulbs turned out to be quite a work than I thought it would be. For one, there was the issue of safety standards. For an electrical device to be sold in Japan, it must have a PSE (Safety) mark, which can only be affixed to products certified under the Electrical Appliance and Material Safety Law. So, we began by asking Feit to obtain such a certification.

We also had the issue of packaging. A product to be sold in Japan should have a Japanese-language package, but no one at Feit understood Japanese. There are many such things that are obvious to us but not to them. So, we have to explain. We have to be patient and clear; we have to be careful not to dampen their enthusiasm. In this case, we managed to complete the project within a year – quite an accomplishment, considering that we began from zero. Through these efforts, we were able to provide our members with light bulbs at less than half the price of existing products and received high appraisal from our members.

Close contact with Costco buyers in other countries

I stay in close contact with Costco buyers in other countries. We exchange information, by which we facilitate product development work and get speedy access to good merchandise. Sometimes we purchase jointly to get better prices, which we pass on to Costco members. Such cooperation can be good for manufacturers, too, in that once they work things out with one of our buyers, they can easily access our other buyers as well, enabling them to quickly market their products all around the world. The win-win-win approach is deeply embedded within our daily business activities as well.

It is important to maintain relationships in which everyone is happy, we strive to develop innovative merchandise, sometimes based on ideas presented to us by suppliers, sometimes on our own, always under a spirit of challenge. And it is in building such happy relationships that I find satisfaction, that I feel my job is worthwhile. It is this sense of satisfaction that, more than anything else, I like about working at Costco.

Schedule of the day

07:30	Wake up Have breakfast. Put on something casual and go to work (Home Office).
09:00	Arrive at work An 11 hour timelag vis-a-vis the United States can actually be useful when scheduling product development discussions with U.S. suppliers.
11:00	Discussions, meetings Meet with sales reps from a Japanese manufacturer to discuss package design for a new product line.
12:30	Lunch Order a pizza in our food court. Stroll in and around the Warehouse after lunch.
13:30	Negotiations with overseas manufacturer reps Representatives of an overseas manufacturer dropped by our warehouse on their Japan trips. Samples in hand, we discuss business development prospects, etc.
15:30	Meeting with subordinates Meet with Costco subordinates to review promotional efforts for a merchandise line to be launched several months later. Verbally reported our conclusions to upper management and obtained approval.
18:30	Leave work Usually commute by train. Once or twice a week, though, commute by car.
20:00	Arrive home and work out at fitness center Go to a fitness center a couple of times each week to stay in shape for surfing.

5 years+

AKI

HIRO

SAYAKA

MASATOSHI